What do your end users really want? They want their IT team to be responsive to their issues and needs. And more importantly, they want rapid resolutions to their problems. That’s why self-service IT service management (ITSM) is becoming more and more popular. In fact, Computerworld Magazine named self-service one of the hottest trends in ITSM, claiming that “use of self-service technology not only enables more efficient service management in terms of cost reduction, but is also an important means of improving the customer experience”.
- The ability for end users to open new tickets online
- Real-time status tracking and activity monitoring for open tickets
- Access to a knowledge base, FAQs, or other information that will allow end users to find the answers to common questions, or solutions to routine problems, on their own
There are many significant benefits that can be derived from making self-service IT service management capabilities available to end users, such as:
Reduced Call Volumes
By empowering end users to address their own minor issues, or to determine the status of tickets in progress, IT teams can eliminate the need to field repetitive and routine calls made to the help desk. In fact, Computerworld believes that a well-constructed self-service ITSM system can result in an initial 10 to 20 percent decrease in call volumes.
Improved IT Staff Efficiency and Resource Allocation
When IT staff members aren’t focusing on answering routine queries, or solving simple or common issues, they can devote more effort to addressing complex or mission-critical problems.
Enhanced User Convenience and Satisfaction
Self-service ITSM makes support available to end users anytime, anywhere, around the clock, even during non-business hours when IT staff may not be on call. By empowering them to perform simple troubleshooting or fixes 24 x 7, IT departments can deliver better, more convenient services to end users, which will ultimately boost satisfaction.
Minimized Support Costs
The benefits listed above all translate into one major advantage – reduced support costs. By streamlining support processes, boosting staff productivity, and allowing IT teams to work “smarter”, companies can dramatically decrease the expenses associated with providing IT support.
About Laura Miller
Laura Miller is the Senior Director of Sales Operations, ITSM at SolarWinds. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
Read more articles by Laura